Job Description

Service Operations Manager - Commercial HVAC - Base Salary to 115k/year - Williamsburg, VA

• Our client is a well-established mechanical services organization seeking a Service Operations Manager to lead commercial HVAC service operations throughout the Williamsburg, Virginia area.
• This position is responsible for overseeing service operations, managing field personnel, supporting customer relationships, ensuring maintenance agreement compliance, controlling field costs, and driving service department profitability. The ideal candidate will bring strong commercial HVAC service leadership experience, a proven ability to manage technicians and service operations, and the technical knowledge necessary to support customers, field teams, and business objectives.

Responsibilities:

• Oversee day-to-day commercial HVAC service operations.
• Ensure contractual service commitments and maintenance agreements are fulfilled.
• Monitor service quality, field productivity, and customer satisfaction.
• Review service invoices, field tickets, and operational reports for accuracy.
• Manage service projects in accordance with company policies and procedures.
• Identify repair, replacement, and system improvement opportunities.
• Support operational planning, forecasting, and departmental performance goals.
• Oversee performance and compliance of maintenance agreements.
• Ensure customer satisfaction and timely resolution of service issues.
• Support maintenance agreement renewals and additional service opportunities.
• Review labor utilization and service costs to maximize profitability.
• Achieve established gross profit objectives.
• Lead, coach, and support HVAC service technicians and field personnel.
• Evaluate technician performance and productivity.
• Assist with recruiting, interviewing, onboarding, and employee development.
• Provide technical guidance and operational support to field teams.
• Promote professionalism, safety, and quality customer service.
• Support technician scheduling and labor planning.
• Provide direction to dispatch personnel to optimize service delivery.
• Balance workload distribution and technician utilization.
• Manage field costs and departmental profitability.
• Review invoices, service documentation, and operational data.
• Coordinate with internal teams regarding service contracts and project opportunities.
• Assist with purchasing activities, inventory management, and equipment tracking.
• Develop and maintain strong customer relationships.
• Conduct customer visits and support long-term account retention.
• Resolve customer concerns in a professional and timely manner.
• Serve as a primary operational contact for key accounts.
• Oversee vehicle assignments and maintenance scheduling.
• Support fleet budgeting and equipment management.
• Manage company tool inventory and equipment assignments.

Qualifications:

• 5+ years of experience in commercial HVAC service operations or a related mechanical service environment.
• 2+ years of supervisory or management experience.
• Strong understanding of commercial HVAC systems and service operations.
• Working knowledge of HVAC mechanical systems, electrical systems, and building automation or automated control systems.
• Experience managing HVAC service technicians and field personnel.
• Experience with technician scheduling, dispatch operations, and workforce planning.
• Ability to manage budgets, field costs, and gross profit performance.
• Ability to identify repair, replacement, and equipment upgrade opportunities.
• Ability to read and interpret drawings, schematics, technical documents, and equipment specifications.
• Strong customer relationship management and conflict resolution skills.
• Strong verbal and written communication skills.
• Proficiency with service management software and Microsoft Office.
• Ability to meet the company's driving requirements and travel to customer locations and job sites
• Ability to travel to customer locations and job sites.
• Ability to sit, stand, and walk throughout the workday.
• Ability to occasionally lift or move objects weighing up to 70 pounds.
• Ability to access mechanical rooms, rooftops, ladders, and other equipment locations as needed.
• Ability to work in office environments, mechanical spaces, and outdoor job sites in varying weather conditions.

Compensation:

• Base salary in the 100k - 115k/year range
• Performance-based bonus opportunity.
• 401k
• Comprehensive benefits package.

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